A call about your results may be legitimate. The physician assigned to your test, or their team, may call you when a result is critical or abnormal to discuss it and possible next steps. This outreach is a normal part of how we follow up after your test. If you want to verify a call before sharing any information, that is completely reasonable — here is how to confirm it is genuine.
How to confirm a call is legitimate
If you received a call and are unsure whether it was genuine, take these steps:
Do not share personal details or take action until you have verified the call.
Contact our support team through chat and describe the call — we will confirm whether it came from your care team or the assigned physician's team.
If the call was genuine, we will tell you what it was about and how to follow up.
You can always ask a caller to wait while you verify. A genuine caller will understand.
Signs a call is genuine
A real call from the care team or physician's team will:
Reference your actual test (not ask you to confirm which test you ordered)
Ask to discuss a specific result that matches what you can see in your member portal
Not ask you to pay to release your results or to provide a password
Signs a call may not be genuine
Hang up and contact our support team immediately if a caller:
Pressures you urgently and will not let you verify first
Asks for payment over the phone to release or update your results
Asks for your password or full payment card details
Cannot tell you anything specific about your test when you ask
What a real results call covers
When the care team or physician's team calls about your results, the call typically covers:
A review of a critical or abnormal result and what it may mean
Possible next steps you can take
Information about a follow-up consult, where your program includes one
Need more help?
If you are unsure whether a call about your results was genuine, contact our support team through chat and we will confirm it for you.